Making a complaint

We consider complaints about government departments and agencies in the UK and the NHS in England.

Our role is to investigate complaints that individuals have been treated unfairly or have received poor service from government departments and other public organisations and the NHS in England.

In this section you can find out more about what we can and what we can’t help with and what to do if you have been a victim of crime.

You can also download our leaflets What to do if you're unhappy with the NHS PDF document  and What to do if you're unhappy with UK government services  PDF document .

We are redesigning our complaints process as part of our new strategy to have more impact for more people.

We’ve changed our process already so that if a complaint meets some basic tests, we will investigate it.

As a result of the changes we’ve already made, in the first quarter of 2013/14 we accepted more complaints for investigation than we did in the whole of 2012/13.

We’re currently redesigning each stage of the process in order to be able to efficiently deliver the thousands more investigations our new approach will generate.

We’ll be introducing some changes across the board and piloting other changes later this year. We’ll be doing all we can to keep to our usual service standards for the speed of our work while we make the changes, but we also hope current and future customers will see the benefit of the changes as we bed them in.

If you would like to make a complaint, you will find helpful information on our how to complain page. Alternatively, please contact us on 0345 015 4033.

 

What our customers say

Customer Satisfaction Research

Levels of satisfaction amongst enquirers and complainants are broadly comparable across our parliamentary and health work, with between 79 and 75 per cent of enquirers saying that they are fairly satisfied or very satisfied with our service.

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What happens to a complaint

The Parliamentary and Health Service Ombudsman has clear guidance on how it deals with complaints.

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